The impact of digital transformation on business banking organizational culture: A case study of First City Monument Bank, Abuja.
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Background of the Study
Digital transformation is not solely about technology—it also reshapes an organization’s culture. At First City Monument Bank (FCMB), Abuja, the drive toward digital transformation has prompted significant shifts in organizational culture within its business banking division. The bank has embraced digital tools, from mobile banking platforms to AI-based customer relationship management systems, in an effort to become more agile and customer-focused (Oluwaseun, 2023). This cultural shift is characterized by increased collaboration, a data-driven decision-making process, and a readiness to innovate. Employees are encouraged to adopt new digital practices and continuously update their skills, reflecting a dynamic environment that supports rapid adaptation and learning (Ibrahim, 2024).
The transformation involves not only technological changes but also alterations in leadership styles, communication channels, and employee mindset. FCMB has implemented continuous training programs and change management initiatives to help staff transition to a digital-first culture. Such efforts aim to reduce resistance to change and foster an environment of innovation and collaboration. However, transforming the organizational culture is a complex process, and legacy mindsets, traditional practices, and resistance to digital tools can slow down progress (Adeleke, 2025). The bank’s experience illustrates the potential benefits of a digital culture, including improved operational efficiency, enhanced customer service, and increased competitiveness. Yet, the process is fraught with challenges that require sustained commitment from leadership and ongoing support for employees.
Statement of the Problem
While FCMB, Abuja, has made considerable strides in digital transformation, it faces significant challenges in reshaping its organizational culture to fully support new digital initiatives. One critical issue is resistance to change among employees who are accustomed to traditional banking practices, which can stifle innovation and slow the adoption of new digital tools (Chinwe, 2023). Additionally, a lack of comprehensive digital literacy and insufficient training programs further impede the cultural shift necessary for effective transformation. The integration of digital tools with existing workflows can also create confusion and disrupt established routines, leading to reduced productivity (Ogunleye, 2024).
Moreover, aligning leadership vision with the new digital culture is challenging, as gaps between senior management’s digital strategies and frontline employee execution can hinder the overall transformation process. These cultural barriers not only affect employee morale but also compromise the bank’s ability to deliver innovative and customer-centric services. Thus, a disconnect remains between the desired digital culture and the prevailing organizational practices, limiting the potential benefits of digital transformation in business banking (Ibrahim, 2024).
Objectives of the Study
• To assess the impact of digital transformation on the organizational culture at FCMB, Abuja.
• To identify the key cultural barriers impeding the adoption of digital initiatives.
• To propose strategies for fostering a digital culture that supports business banking innovation.
Research Questions
• How has digital transformation influenced organizational culture at FCMB?
• What cultural barriers exist that hinder the adoption of digital practices?
• What measures can be implemented to strengthen a digital culture in business banking?
Research Hypotheses
• H1: Digital transformation positively influences organizational culture by promoting innovation.
• H2: Resistance to change among employees negatively impacts the digital transformation process.
• H3: Comprehensive training and leadership support are positively correlated with the development of a robust digital culture.
Scope and Limitations of the Study
This study is limited to the business banking division of First City Monument Bank, Abuja. Limitations include potential biases in self-reported data on organizational culture and restricted access to internal change management records.
Definitions of Terms
• Digital Transformation: The integration of digital technologies into all aspects of business operations.
• Organizational Culture: The values, beliefs, and behaviors that characterize an organization.
• Change Management: Processes used to facilitate organizational change.
• Digital Literacy: The ability to effectively use digital tools and platforms.
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